Strategic potential
Few of the firm’s competitors have managed to effectively implement a similar IT into their CSDs (Customer Service Department;)
The implementation of the IT makes the CSD unique in comparison to those of the firm’s competitors
It is unlikely for a competitor of the firm to have a CSD with a similar IT
H3b. Greater synergy between an IT asset and an organizational resource is positively related to the rarity of the ensuing IT-enabled resource.